Royal Mail 1st Class target missed for 4th consecutive quarter

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Royal Mail‘s latest Quality of Service report reveals that they missed the Ofcom set Royal Mail 1st class target for on time deliveries but exceeded their target for 2nd Class post in the first quarter of their financial year 2018 – 2019.

  • Royal Mail delivered 92.1% of First Class mail the next working day against a target of 93%
  • Royal Mail delivered 98.8% of Second Class mail within three working days against a target of 98.5%

Royal Mail 1st class target missed for 4 quarters

It is worth pointing out that this is the fourth consecutive quarter that Royal Mail have missed their regulatory target for 1st Class postage. In previous periods, Royal Mail cited various excuses such as a very challenging industrial relations environment, some very severe weather, Cyber Week falling outside the exemption period and significantly reduced staffing levels caused by the Australian flu outbreak. However they offer no explanation for missing their target for the latest quarter.

“Royal Mail operates under some of the most demanding Quality of Service standards in the whole of Europe. We’re disappointed with current performance. We are focusing on maintaining our high levels of customer satisfaction. That includes innovation like providing more email and SMS notifications to our customers and the ongoing trial of parcel postboxes.”
– Sue Whalley, CEO Post & Parcels UK, Royal Mail

8 Responses

  1. Its not as if they are new to this
    If they cant get it right in a few hundred years they never will

  2. Very interesting results, especially for those a part of Amazon’s SFP programme using Royal Mail. I hope the major marketplaces take this into account.

  3. Note that the QoS only covers the USO (Universal Service Obligation). That doesn’t include Tracked 24/48 and may not include Royal Mail 24/48 either.

    So the most likely reason RM is falling behind is because Tracked 24 is being given higher priority than USO first class.

  4. we can cope with an item being late
    its when the mail goes missing ,that can cause us the most hassle
    to be fair that is very infrequent and not necessarily royal mails fault

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